Education

June 1987 to April 1992 BS Computer Engineering at Polytechnic University of the Philippines

Ladderized Curriculum leading to BS Computer Engineering

Experience

Aug 2019 – Dec 2019 Senior Manager, IT Systems Infrastructure at The Results Companies

DUTIES AND RESPONSIBILITIES
• Manage, ensure high performance & plan for career advancement for senior engineers in US
• Manage, ensure high performance & plan for career advancement for senior engineers in US
• Take needed action to ensure 24×7 operations of all server systems (network, security, telco, web services)
• Manage the Network Monitoring system and ensure that high level alerts are attended to
• Ensure that security related concerns (vulnerability patching, etc) are completed w/in schedule
• Ensure 24×7 Sys Admin support
• Collaborate with other IT core services and suppliers in resolving IT service issues
• Ensure that weekly full backups and daily delta backups are all completed
• Ensure completion of all DCs that are being taken out & transfer all system to the Atlanta DC

ACCOMPLISHMENTS
• Highlighted the need for a fully functional and truly qualified incident management team by taking ownership of managing major IT related business disruptions and ensuring appropriate and immediate action are taken to address issues during IM meetings.
• Highlighted the importance of having a Business Problem Resolutions team by resolving a long standing (1 year) voice / web server issue affecting some 800 users (not being able to make calls). This was accomplished by just tweaking server OS memory management settings.
• Started interface meetings with US and PH teams to ensure proper coordination of projects / tasks
• Introduced daily projects/tasks status monitoring reports to help each team members keep track of priorities and ensure that actions are taken on a daily basis to progress the projects / tasks to completion.
• Facilitated turnover / transfer for knowledge from outbound IT team of newly acquired company (USA800) and have the local system’s team have first-hand info on system functions, setup and recent issues.
• Initiated monthly celebration of IT team’s achievements by taking the team out at my expense.

June 2017 – June 2019 Head, IT & Facilities at Bolton International, Inc

DUTIES AND RESPONSIBILITIES
• Manage entire IT team and also take on general facilities management.
• Ensure availability of support for core business hours
• Help achieve business targets by ensuring high availability and efficient IT sys & services – address long standing internet availability and reliability issues which is impacting the business and its growth to a very large extent.
ACCOMPLISHMENTS
• Facilitated office restoration for previous office in TFT, BGC.
• Facilitated overall design and managed fit out for new office in Net Cube, BGC.
• Revised the office transfer plan from 2-weeks timeline to 2 days timeline (no downtime, least cost, less possibility of negative business impact).
• Addressed major business issues with internet service availability and reliability by fixing firewall settings – allowed the company to keep existing clients and gave stake holders confidence in getting more clients and expand the business.
• Implemented dual link load balancing to ensure continuous internet access
• Replaced costly managed security systems and resorted to owning firewall systems.
• Trained tech team to manage firewall properly.
• Negotiated for more cost efficient IT equipment upgrade to deal with obsolescence issues in the production floor.
• Initiated use of IT service ticketing system and implemented strict rules for compliance.
• Spearheaded various IT projects with high involvement of assigned team members to highlight team’s capabilities and accomplishments.
• Address IT employee issue of no salary increase for 2 years. Was able to justify salary increase for IT team members based on performance and contribution to achieving SLA targets and timely / quality completion of projects.
• Was able to justify need for additional IT staff to be able to cover 24×6 operations.
• Initiated career planning for each IT team members

Nov 2, 2015 – April 10, 2017 Asst. Director (Infrastructure – Network, Systems & Data Ctr at Resorts World Manila

DUTIES AND RESPONSIBILITIES
• Manage the RWM Data Center and RWM corporate network
• Provide 24×7 Sys Admin, Network and Voice support
• Incident Management and resolution of all Network & Sys Admin issues/tickets.
• Manage telco connectivity to DR site and for internet access to main office in Pasay
• IT infrastructure Vendor Management
• Provide infrastructure support to other IT support departments
ACCOMPLISHMENTS
• Enabled 24×7 Network and Voice support to operations and clients.
• Designed redundant Data Center Infrastructure using Dell and EMC storage solutions via VMWare Sphere Replication and SRM.
• Enabled ticket via email feature of Managed Engine ticketing system for easier and faster reporting / escalation of technical issues to IT teams.
• Introduced and implemented Open Sip Pabx system as a more cost effective alternative to very costly branded pabx systems.
• Introduced and implemented VoiceMail to email functions of Open Sip Pabx that readily informs management about pending voice mails.
• Enabled urgent wifi phone management system using Open Sip pabx while Avaya CM6 upgrade has been pending/struggling for almost 1 year already
• Identified urgent need for network enablement components to be present / activated in DR site.
• Managed central RWM network core stress test project to determine if single core can sustain business operations for RWM in an event of a crisis on either of the redundant core switches
• Managed audit of Microsoft Exchange system identifying urgent/critical issues
• Managed audit of Active Directory systems identifying urgent/critical issues
• Identified and resolved issue with Ariba financial system leading to 10x faster user queries/transactions
• Managed wifi business issues with VIP services leading to more reliable and faster wifi / internet access experience for highly valued patrons.
• Initiated inter-departmental meetings between IT and Finance teams for proper coordination of policies and collaboration in resolving servicing issues.
• Initiated inter-department meetings between IT and HR to ensure logistics for new hires are made available prior to on-boarding of newbies.
• Identified RC and addressed systems performance issue with financial workflow systems

Jan 5, 2015 – June 18, 2015 NOC / Incident Manager at Acquire BPO

DUTIES AND RESPONSIBILITIES
• Supervises the Service Desk engineers at NOC and Help Desk staff located at different operating sites – including consultation on performance evaluations and disciplinary responsibilities.
• Gather and analyze metrics to benchmark the helpdesk workload/performance and identify trends.
• Ensure that staff provides timely and considerate customer service to end users by fielding Helpdesk calls and resolving technical issues.
• Assist all office personnel, both in person and via the phone.
• Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems
• Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required.
• Solves problems and makes decisions on a daily basis relative to Help Desk responsibilities.
• Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions.
• Maintains a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels.
• Invokes problem escalation procedures to coordinate recovery
• Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found.
• Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.
• Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through.
• Coordinates training requirements of Help Desk personnel.
• Serves as the around-the-clock contact for all related support issues, providing advanced first level technology support.
• Accountable for meeting systems infrastructure or operational Service Level Agreements established by Chief Technology Officer.
ACCOMPLISHMENTS
• Assigned to biggest & most demanding client group at graveyard shift and readily investigated and addressed recurring issues with agent logons during start of production.
• Took responsibility in handing long standing issue with finance team member who was having recurring access issues on a daily basis. Problem as traced to faulty group policies.

May 2013 – June 2014 Project Manager at GPMi – Telenor Philippines

RESPONSIBILITIES:
• Assist in transitioning the Telenor MOCN processes from DK group to the PH group.
o Radio Frequency Planning work processes
o Commissioning (non-site related tasks) work processes
o Optimization work processes
o 3G MOCN Network Cluster Acceptance work processes
• Develop detailed project plan based on overall milestones
• Develop resource and staffing plans, based on overall milestones and current status of subprojects.
• Anticipate staffing bottlenecks from the available plans
• Contribute to processes that ensure that the workflow on the ODC works locally and interfaces to Denmark
• Ensure that people with the right skills are associated with each activity
• Reporting on the status of projects and subprojects, ensure progress
• Reporting of time spent on projects and subprojects
• Ensure that plans and reports are delivered on time and to agreed quality
• Daily contact for status meetings with the organization in Denmark
• Fosters a knowledge sharing culture internal in the ODC & versus the organization in DK, like establishing the needed contacts in order to clarify the challenges that arise
• Incident Management, ticket/issue resolution and develop / deliver ad ‘hoc reporting and facilitate any “war room” meetings on e.g. KPI discrepancies, if required.
• Part of the general Leadership team for the ODC team
Accomplishments / Business Processes contributions
1. Documented/authored a comprehensive 3G MOCN project description/presentation – clearly defining the MOCN general process, DK and PH teams’ participation, roles and coordination responsibilities. This is to benefit current and future employees in having a full and clear understanding of what the MOCN project is all about – thus allowing them to go beyond their regular tasks and be able to do more for inter-related departments/processes
2. Identified business risk that comes with doing commissioning tasks in AM (PH time – 6 hours ahead of DK). At times, on-site issues occur, requiring very urgent physical support in DK affecting services to clients. Submitted recommendation on how to ensure this concern is addressed in a cost efficient manner.
3. Presented option for RFP team members to augment Optimization manpower during peak loads. This is to maximize manpower utilization given they have common skills.
4. Pushed for earlier completion of re-planning & commissioning tasks to allow 2 Weeks freeze before MOCN cluster migration. Sent recommendation to deal with HW upgrade and A Site changes requests way ahead to allow planners to work earlier.
5. Expressed the need to reduce POT/CAT geographical update delay from 7 days to 1 day at least. In this manner, way optimizers can readily see effect of optimization tasks done the following day. Also, designated point person focusing on POT/CAT so optimization lead can also focus on CAC sub process management.
6. Identified needed for policy in managing simultaneous MOCN and Ops tasks for same sites to prevent friction/issues. 3G MOCN network changes are colliding with 2G network enhancement tasks and causes confusion and friction between different project groups. Someone needs to be on top of all these simultaneous projects to clearly identify priorities and control servicing impact.
7. Change control/management for CAC process.
8. Continue coaching teams and peers on effective communications.

July 2009 - Aug 2012 IT&T Consultant to Global Technical Services Centre at Regus Service Center Phils., BV

Please refer to my resume for complete list of positions held and accomplishments

3.1. Business Process Contributions.
• Plan and manage transition of Global Technical Service center processes from UK to PH involving all IT&T infrastructure & servicing procedures/polices (data and voice).
• Work with the resulting Manila helpdesk team to identify process changes, inventory, spares and ITIL changes to be made to Transition APAC region supplier management under Manila Helpdesk control.
o Investigate current processes for UK/USA and identify regional variations.
o Identify processes for APAC regional language variations.
3.2. IT Infrastructure / Facilities Management Contributions.
• Identify equipment needed for new supported technologies for the Windows and Network support team laboratory and prepare support facilities for implementation.
• Incident Management for IT & Facilities management issues/tickets and manage all office renovation, section transfers and group expansion in current office
• Provide IT and Telecoms expertise in planning for moving the Global Technical Service Center to its proposed new office
o • including BCP/DRP plan for telco links
o • including call flow management transition from function-based to skills-based call handling scheme
• Provide alternative complete and accurate call center solution to current Nortel system inclusive of DRP plan for telco / pabx issues in HK hub

July 21, 2008 – March 15, 2009 Manager ICT (Information & Communications Technology) at California Telemarketers, Inc. (CTI)

RESPONSIBILITIES:
1. Transform current ICT team from a team that provides basic IT services to a fully dynamic and proactive service team.
2. Optimize and stabilize primary PBX system using Open Source Asterisk System with Quemetrics software from Switzerland as official Call Management Software.
3. Enhance Business Continuity and Disaster Recovery and place related processes abnd procedures into mainstream operations.
4. Establish Incident Management processes and procedures.

EXPERIENCES GAINED:
Exposure to both open source and hardware based pabx system. Was introduced to soft phone systems and also became fully aware of Queuemetrics Call Monitoring System.

ACCOMPLISHMENTS:
1. Business Process contributions.
a. Highlighted the need to invest on better VoIP infrastructure to allow more capacity – thus allowing the business to take on bigger and better projects. The company’s grown has been limited by poor VoIP infrastructure for a very long time.
b. Recommended redundancy plan to have a backup campaign configured on another server for the 2nd server to act as backup system and provide redundancy just in case of equipment/system disaster on the primary server.
2. IT Infrastructure and People Management contribution.
a. Was able to resolve call quality issues brought about by inappropriate router configuration resulting to uneven distribution of calls routed back to US over 5 separate IPLC.
b. Gave ICT personnel needed technical confidence by having them undergo technical training. Gave project ownership and responsibilities to deserving personnel. Identified needed reports per shift and emphasized the need for constant status updates for both internal and external clients.
c. Setup Basic Incident Management policy, process and procedures.

December 16, 2007 – July 16, 2008 AVP - Chief Information Officer at Crown Regency Hotels & Resorts

Work Description :
As CIO of JKing & Sons, Inc., I provide the general IT direction for the entire company and I am directly in charge of all IT related projects, services and other company undertakings (Crown Regency Hotels and Resorts and all other companies under JKing – Vital-C, Fuente Triangle, etc)..
Details of accomplishments and projects handled:
1. Online-real-time IT request ticketing system and Incident Management Process
2. Replace/upgrade traditional WAN links with less costly 4G wireless system
3. Enhanced Firewall Security / Functionality (Unified Threat Management)
4. Anti Virus system.
5. Real-time Nationwide CCTV feeds to central office in Cebu.
6. Video Conferencing, VOIP
8. Paperless systems in place of legacy office processes.
9. 24×7 full IT support for operations.
10. Support for Hotel Management Software system.
11. Empowering employees via IT Training.
12. Disaster recovery and business continuity planning.
13. Less Costly Text Blast System.
14. Document imaging procedure and imaging server system
15. Create and train New Sys Dev Team
16. Reward and Recognition Program for Employees for good Ideas shared.